Hastings Direct

Manager

• As our Transformation Manager working across Home Claims, you’ll be a strategic change leader, driving end to end transformation that delivers real impact faster, smarter and sustainably.
• Combining commercial acumen, digital and technical fluency, journey design and agile delivery, you’ll lead cross functional teams, turning strategy into action and embedding lasting change across Hastings Direct.

Transformation Manager – Home Claims

• Leading Colleague Assurance Strategy and Delivery – setting the direction for colleague assurance across customer-facing operations, ensuring assessments are fair, evidence-based, risk-led and aligned to our QA framework
• Driving Assurance Confidence and Risk Management – owning assurance confidence through quality standards, consistency, governance and risk escalation, providing reliable assurance that colleague assessment activity meets framework requirements
• Developing Assurance Capability and Standards – leading accreditation, calibration and capability development to ensure consistent interpretation of QA standards, strong professional judgement and effective quality governance
• Leading and Inspiring the Assurance Team – building and developing a high-performing Colleague Assurance team, making risk-based prioritisation and resource decisions while fostering accountability, challenge and continuous improvement
• Embedding Data-Led and Outcome-Focused Assurance – driving the shift from volume-based checking to targeted, analytics led, end to end customer journey assurance, focusing effort on the areas of greatest customer, conduct and operational risk
• Influencing Quality Improvement and Senior Decision Making – acting as a the lead for the Colleague Assurance pillar, providing insight, assurance expertise and constructive challenge to influence governance outcomes, operational improvements and senior stakeholder decisions

Colleague Assurance Manager

Data Analyst

• Responsible for leading analytics that drive performance, efficiency and customer outcomes across Retail Operations
• Working at the intersection of data, operations and customer experience
• Translating complex operational data into actionable insight that informs decision-making at both tactical and strategic levels
• Line management responsibility
• Leading the coordination and data element of benefit tracking that assesses the success of initiatives
• Supporting three-year plan process, working with partners across Operations, Commercial and Finance
• Acting as a trust analytics partner to operational leaders presenting evidence-based insights to influence decisions

Operations Analytics Manager – Retail Operations

• Driving end to end transformation that delivers real impact faster, smarter and sustainably
• Leading cross functional teams, turning strategy into action and embedding lasting change across Hastings Direct
• Championing a test-and-learn culture, taking proportionate risks and refining solutions based on insight, performance and customer feedback
• Leveraging digital and technology tools and platforms to enable scalable and efficient transformation
• Defining and shaping business requirements and success measures in partnership with Operational, Commercial and Supplier teams

Full-stack Engineer

• Support the ongoing development of our Motor Bodily Injury function
• Play a key role in strengthening the technical capability of our Claims teams
• Ensure continued delivery of high-quality outcomes for both our customers and our business
• Collaborate with the Head of Large Loss to define and implement the technical strategy across the unit responsible for managing claims up to £250k
• Lead the design and implementation of a structured development pathway that enhances the technical capability, confidence and progression of high value injury handlers across the department
• Support colleagues through technical coaching and guidance
• Provide insights to improve efficiency, reduce indemnity spend and strengthen decision-making
• Monitor and interpret changes across the bodily injury landscape and ensure our teams adapt to emerging requirements
• Help shape our technical standards, quality controls and governance frameworks

Claims Technical Lead – Complex Bodily Injury

Application Engineer

• Lead the engineering, integration, configuration and continuous improvement of enterprise applications currently spanning Modern Workplace, Contact Centre, and HR & Finance platforms.
• Act as the technology lead maintaining the guardrails for safe and secure development and deployment.
• Work closely with relevant stakeholders including CIO Group Architecture, CIO leadership, business stakeholders and suppliers to improve adoption, productivity, resilience service performance and commercial outcomes in line with Hastings’ strategy.
• Help shape application roadmaps, drive high-quality outcomes, and champion continuous improvement in customer and colleague experience.
• Define and enforce engineering standards and governance, including configuration and integration standards and controls for integrity, availability, supportability, compliance and resilience.
• Drive service quality through prevention, automation and continuous improvement, including monitoring, root cause analysis and action to keep technical debt low.
• Lead application strategy, guardrails and roadmap alignment, working with CIO Group Architecture to maintain design principles and cohesive delivery across teams.
• Build capability across Modern Workplace, Telephony, and HR & Finance.
• Provide technical leadership, stakeholder engagement and supplier management.
• Develop high-performing teams through coaching, recruitment and succession planning.
• Champion innovation, best practices and emerging technologies.
• Use Management Information and agreed KPIs to track progress, improve service performance and recommend continuous improvements.
• Contribute to enterprise-wide priorities through strategic alignment, cross-functional collaboration, change leadership and governance oversight.

Head of Enterprise Application Engineering

Executive

• Taking ownership of the supplier scoping and communication tool used by Home Claims, making sure it helps the business and suppliers work effectively and efficiently together
• Working with supplier management, operational teams, suppliers and stakeholders to understand what the supplier tool needs to do now and in the future for scoping, costing, updating and providing clear and easy to use MI
• Building strong knowledge of how the tool works to you can help shape decisions about how we use, improve and integrate this and continuously reviewing tool performance, dealing with issues or escalations when they happen
• Agreeing a clear, prioritised roadmap for any set-up and integration improvements and working with change and technology teams to connect the tool with other Hastings and supplier systems, managing configuration changes successfully
• Reviewing each release afterwards to spot issues, capture learning and improve future rollouts and working closely with the tool provider on improvements, innovation and commercial opportunities whilst building a strong working relationship
• Be the ‘go-to’ person for any questions about how the supplier tooling is used, managed and changed

Supplier Relationship Executive – Portal Management

Data Scientist

• Leading and managing data products, including data pipelines, data warehouses and analytics tools, throughout their lifecycle – from ideation to delivery, and owning end-to-end delivery planning for data products including scope, milestones, dependences, risks and issue management
• Collaborating with business stakeholders to gather and understand data requirements, ensuring alignment with business objectives – working with team members and coordinating across business and technical teams to balance demand, capacity and delivery commitments and defining and communicating the product vision
• Defining acceptance criteria for user stories and performing regular testing to ensure data product quality and reliability meet the defined criteria
• Providing clear delivery reporting to stakeholders, including progress, risks, decisions and escalations where required and acting as a bridge between technical and non-technical stakeholders, ensuring clear and effective communication of project progress
• Maintaining and prioritising the product backlog, ensuring that user stories and tasks are well defined, estimated and ready for development
• Proactively identifying opportunities for process improvements and drive initiatives to enhance data product development and delivery

Data Product Owner – Delivery Lead

Team Leader

• You’ll lead our Third Party Property Damage team, ensuring claims are handled efficiently, accurately, and in line with company and regulatory standards, whilst keeping customer outcomes at the heart of everything you do.
• Working closely with the Claims Operations Manager, you’ll provide day-to-day leadership and support to colleagues by setting clear objectives, driving performance, and fostering a culture of coaching and development through regular 1:1s, Personal Development Reviews and team meetings.
• Set and manage annual and monthly objectives, providing regular 1:1s to review performance, recognise success, identify development opportunities and offer ongoing support.
• Ensure Performance Development Reviews (PDRs) are completed to a high standard and within agreed business timescales, supporting colleague growth and career development.
• Manage employee relations and HR matters confidently and consistently, ensuring compliance with company policies, procedures, and best practice.
• Drive colleague development through tailored monthly coaching plans, regular feedback, and engaging team meetings that promote collaboration, performance, and continuous improvement.

Claims Team Leader – Third Party Property Damage

QA Engineer

• Deploying multiple code packages into development, test and live environments
• Planning and managing deployments into the live environment, including the rollback process
• Design, implementation and maintenance of the deployment tools and processes
• Identification of improvements to the deployment processes and automating tasks where appropriate
• Initial setup of new environments consisting of multiple components
• Providing support to the testing teams by investigating environment-specific issues

Release Engineer, IT Testing and Release, Digital and Technology

Claims Specialist

• Act as a specialist within Home Claims, using your recovery knowledge and experience to proactively pursue the successful recovery of Hastings’ outlay against the party or parties responsible for the damage to our Customer’s home
• Supporting our Customers, helping them understand the recovery journey and keeping them updated throughout the life of the claim
• Taking a rigorous approach to recoveries by working effectively with our legal panel, when required, to achieve the best possible outcomes
• Proactively managing and maintaining a portfolio of home recovery claims ranging in complexity and value and, where appropriate, instructing panel solicitors to assist with the recovery and initiate legal proceedings
• Managing recovery referrals from colleagues and suppliers, thoroughly investigating claims to identify and progress valid recoveries and working closely with the wider Home Claims colleagues to increase awareness of recoveries and ensuring these opportunities are identified
• Working with our supply chain to build robust processes to maximise recovery opportunities and success and assisting with the measurement of supplier performance on recoveries
• Maintaining accurate financials on all claims owned within the portfolio, adhering to the recovery reserving philosophy and applying a true reserve based on realistic recovery prospects
• Ensuring our customers are kept up to date of all material developments, including how we arrive at any claims decision that will impact them, by telephone (inbound and outbound) and written correspondence
• Using recovery claims knowledge and all available investigations tools to resolve liability and quantum challenges

Home Claims Recovery Specialist

• Responsible for developing and managing strong partnerships with key suppliers, ensuring great customer and business outcomes across the department
• Lead and deliver strategic supply management initiatives, including internal operational workstreams
• Focus on the commercial elements of supplier services
• Build a deep understanding of supply chain spend, using this insight to identify and deliver material cost reduction opportunities in partnership with suppliers and internal stakeholders
• Work with Supplier Relationship Managers and suppliers to implement changes and improvements across Supply Chain whilst maintaining strong supplier partnerships, services and customer outcomes
• Lead key supply management initiatives for the team through to successful delivery – building and overseeing a clear savings pipeline for delivery across the team and tracking benefits realization
• Collaborate with internal stakeholders and SMEs to review supplier risk, resiliency, control and assurance requirements
• Identify and deliver opportunities within the market to build further strategic partnerships and arrangements, aligned with our Home Claims key customer, operational and commercial objectives

Supply Manager – Home Claims

• Providing deep industry knowledge and supporting the implementation and ongoing management of Hastings own building repair network
• Coordinating and managing contractor onboarding, ongoing assurance requirements and undertaking regular contractor governance (including monthly and quarterly management meetings)
• Implementing and maintaining a strong contractor management framework for robust oversight of customer outcomes from contractor services
• Using contractor, market and system MI to provide deep analysis on operational and commercial performance, identifying key improvement opportunities and delivering these through to fruition
• Working closely with the contractor network to build strong relationships and a clear view of individual contractor performance to support the implementation and delivery of improvements
• Creating and maintaining clear and straightforward network performance reporting for the team and stakeholders at all levels – liaising with stakeholders to ensure strong feedback loops and communication channels

Supplier Relationship Executive – Repair Network

Advisor

• Communicate effectively with policyholders and stakeholders via phone, written correspondence, and webchat to provide updates and resolve claims.
• Assess and validate claims, ensuring policy coverage, setting accurate reserves, and processing payments in line with procedures.
• Manage claims proactively using diary systems, handling scheme claims within agreed terms, and escalating suspected fraud appropriately.
• Investigate liability and make informed decisions on claim outcomes, including admissions or disputes.
• Handle challenging conversations and complaints with professionalism and empathy, maintaining high service standards.
• Work towards individual and team KPIs, contributing to overall business performance and continuous improvement.

Recovery Negotiator, Advisor

QA Automation Engineer

• Work as an individual collaborator on sprint teams across multiple disciplines
• Actively participate in sprint ceremonies; sharing updates and blockers, estimating and committing
• Ensure user stories are captured in accordance with your team's definition of ready
• Collaborate to write Acceptance Criteria that describe business rules for quality test scenarios
• Ensure work items are only complete when they meet the team definition of done